Bourbon Café sacks workers over bad customer care

Bourbon Café managers and some of their teams have been laid off because of poor customer care services. According to sources those affected were from all the three Bourbon Café branches in Kigali city center, at Nyarutarama and at the airport in Kanombe. 
Revellers enjoying a cup of coffee at a Bourbon Coffee Shop (file Photo).
Revellers enjoying a cup of coffee at a Bourbon Coffee Shop (file Photo).

Bourbon Café managers and some of their teams have been laid off because of poor customer care services. According to sources those affected were from all the three Bourbon Café branches in Kigali city center, at Nyarutarama and at the airport in Kanombe. 

Bourbon Café’s Operations Manager, Emmanuel Mulekezi told the Business Times that the company has now a new team.

“We have setup a new system to solve the problems. The new team is one week old but people are already saying there is a significant improvement,” Mulekezi explained.

He also added that the new management has put-up questionnaire forms for customers in all the branches.

The forms are for purposes of feed back on customer care. 
Mulekezi also explained that they are putting in place a system of timing the order of service

”A customer has to limit the time of pressing the order and the time of serving him/her and when the order delays the customer is allowed to leave without paying the bill,” he said.

“If a customer presses the order, he/she waits for between 10 to 15 minutes, the customers is allowed to leave without paying the bill,” he added.

The Operations Manager also said that the company is targeting end this week to have the timing of the order system in place.

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